Job Description
THE WORK: Explore new opportunities to contribute actively and independently while becoming a subject matter expert. You will participate in discussions and collaborate to provide thoughtful solutions to work-related challenges. This role will allow you to engage deeply with Cloud Technical Support Specialist, fostering growth and expertise in this dynamic area. We look forward to welcoming your enthusiasm and dedication to making a meaningful impact.
Job Responsibilities:
Serve as a team's public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
Provide real-time technical guidance to team engineers, helping the public cloud first-line support team improve overall technical problem-solving capabilities.
Provide after-sales cloud service support for VIP customer groups.
Participate in the construction and maintenance of the knowledge base, write technical documents and FAT solutions, and promote knowledge accumulation and sharing.
Identify common issues and training needs in first-line public cloud support services and assist in developing training plans.
Assist the team leader to ensure SLA compliance for first-line public cloud services and maintain customer satisfaction.
Assist the team in handling P1 and P2 critical cases.
Participate in 7*24 shift rotation.
Requirements:
Computer Science, information Technology, or related disciplines.
7+ years of experience in infrastructure and public cloud technical support, operations, or related areas.
Familiar with at least one major public cloud platform (e.g., Tencent Cloud, Alibaba Cloud, AWS, Azure) with solid knowledge of cloud architecture fundamentals.
Proficient in Linux/Unix, windows server operating system with strong system troubleshooting skills and familiar with common command-line tools.
Familiar with fundamental network support (TCP/IP, DNS, HTTP/HTTPS, Load Balancing, etc.) and able to independently troubleshoot common network issues.
Excellent Chinese and English listening, speaking, reading, and writing skills; able to work fluently and professionally with global team in both languages.
Strong service awareness and customer communication skills; excellent problem analysis and logical thinking abilities.
Strong stress tolerance and teamwork skills.
Nice to have:
Certifications in major public cloud platforms (e.g., AWS Solution Architect Associate/Professional, Azure Administrator/Architect, Alibaba Cloud ACP/ACE, Tencent Cloud TCCA/TCCP/TCCE).
Experience with ITIL or PMP IT service process.
Hands-on experience with containerization technologies (Docker, Kubernetes).
Experience in cross-national team collaboration.
